Principal Process Associate
- Customer Service/Call Center
Job Title: Principal Process Associate
Location: Glen Allen, VA, 23060, USA
Description: East Shore 2 (12025), United States of America, Glen Allen, Virginia
Principal Process Associate
**The Capital One ATM Kiosk team is looking for a well-qualified Process Manager to lead a team responsible for deploying next generation software and hardware components to the ATM fleet. This individual will also be accountable for leading process improvement efforts across the Integrated ATM Delivery Process as well as being the focal point for communicating upcoming deployments and their success to the front lines. Capital One currently offers over 1900 ATMs within its national banking footprint with plans to expand. Over the next several years, Capital One will be transforming both its existing footprint as well as entering new markets throughout the country. An aggressive ATM deployment plan is at the forefront of the change agenda.**
**We are seeking a dedicated, disciplined, process professional who excels in a team environment. This person will have excellent leadership and communication skills, the ability to adapt to change quickly and improve business processes through the application of Lean principles. A key to success in the position is the drive to deliver a well-managed deployment process using performance metrics to continue improving the overall ATM delivery process. This individual needs to enjoy a balanced combination of people leadership and process management accountabilities within a highly demanding, time sensitive environment.**
+ Lead the deployment of physical software and hardware delivery projects
+ Oversee accuracy and thoroughness of daily software and hardware delivery reporting
+ Lead the Deployment Call Center Telephony team ensuring call accuracy, commitment to defined process, proper escalation and continuous improvement.
+ Responsible for Overall physical deployment Schedule. First line to resolve capacity issues.
+ Report and escalate issues to management as needed
+ Develop success metrics, policies and procedures with regard to efficient job execution and completion of command center service levels.
+ Serve as a point of escalation for complex vendor problems or installation issues
+ Identify when an anomaly state exists during a deployment. Quantify and apply root cause analysis to lead recovery efforts to restore service levels.
+ Implement visual management to communicate health of the deployment process
+ Communications lead for deployment schedule and status. Work through Branch Mission Control to communicate deployment to the front lines.
+ Coordinating internal resources and third parties/vendors for the flawless execution of projects
+ Work with 3rd Party Vendor teams to signal and accommodate upcoming demand.
+ Negotiate Services with 3rd Party Vendors for upcoming planned deployments
+ Communicate and present data to management on Daily Command Service Metrics
+ Monitor Daily Staffing levels to ensure call coverage meets established SLAs
+ Conduct readiness assessments, evaluate results and present findings in a logical and easy-to-understand manner
+ Continuously look for ways to Deployment Call Center Telephony team motivated and engaged.
+ Ensure daily deployments are completed as scheduled
+ Communicate and present data to management by developing reports
+ Establish and maintain relationships with third parties/vendors
+ Integrated Delivery Team lead for Quality Reporting. Collects Quality Inputs from the entire Integrated Delivery team and consolidates into common reporting
+ Use Quality Reporting to lead continuous improvement efforts throughout the integrated ATM delivery channel.
+ Drive Supplier Quality Improvements through the development of new processes, controls, scorecards based on the outcome of the ongoing quality analysis
+ Responsible for the maintenance and management of the customer back model
+ Bachelor’s degree, equivalent military experience
+ At least 3 years of process management experience
+ Experience in Microsoft Office (Word, Excel, Powerpoint, Outlook)
+ A least 1 year experience of IT project management
+ At least 1 year of Process Management experience
+ Lean, Agile, Six Sigma, Business Process Management, Project management certifications
+ Excellent problem solving and analytical skills
+ Excellent oral and written communication skills.
+ Comfortable working in a fast paced environment
+ Strong organizations skills, attention to detail and multi-tasking
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.